sms2014 - socialbakers - using social intelligence to optimize consumer relationships
TRANSCRIPT
Using social intelligence to optimize consumer relationshipsSocial Media Summit Brussels
What We do
Socialbakers sets the standard in Social Care
SOCIALLY DEVOTED
Smart Storytellers Global Brands
Number of Page Posts
Nu
mb
er
of
Po
sts
In
tera
cti
on
s
0
Coca-Cola
Ford Motor Company
WranglerPuma Heineken
Harley-Davidson
Sony Mobile
Jack Daniel’s Tennessee Whiskey
SMART STORYTELLERS
Brands with Great
Quality & Quantity Ratio
Top Social Care Industries
Facebook Belgium
00% 25% 50% 75% 100%
Beauty
Retail
FMCG Food
Fashion
E-commerce
Airlines
Services
Finance
Telecom
All Brands
91.2 %
83.1 %
78.5 %
78.5 %
77.9 %
76.8 %
75.5 %
73.1 %
71.7 %
79.8 %
Facebook Global
Beauty
Retail
FMCG Food
Fashion
E-commerce
Airlines
Services
Finance
Telecom
All Brands
00% 25% 50% 75% 100%
86.2 %
81.2 %
63.2 %
86.0 %
62.3 %
55.3 %
62.2 %
73.2 %
61.6 %
69.7 %
Response Rate Q3 2014
SOCIALLY DEVOTED
Belgian Socially Devoted Brands
SOCIALLY DEVOTED
Source: Socialbakers – Social Marketing Report Nov 2014
Socially Devoted brands
receive 3.5 times more
interactions on average than
Non-Socially Devoted brands.
Source: Socialbakers, data range: 1.4.13 – 1.7.13
Some think ignoring crises on social is OK
10 Languages
More than 100 Employees1 Hour Response Time, 24/7
While others know, that handling it right...
KLM
AZUL
Emirates
AirAsia
Turkish Airlines
GOL
Nasair
Air France
Qatar Airways
Southwest Airlines
% of Engaged
Users % of Engagement
AIRLINES… pays off
Source: Socialbakers, data range: Q4 2013
So, how do analytics-driven
marketers perform better?
Fans / Fan
Growth
Activity of
Your PageEngagement
Rate / Reach
Response
Rate
Response
Time
Social is not about one metric, it’s
about all of them
$Paid media
Marketers fly blind
33%
Only 1/3 of marketers
Are using tools
for deep social performance
analytics
Source: Socialbakers Marketing Survey, Jan 2014, 525 respondents
Analytics users have up to 2x
times better results
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
20000Average
Interactions in 2013
Source: Socialbakers, data range: 1.1.13 – 31.12.13
Socialbakers
Smarter Decisions:
Know Your Customers & Engage
Them with Compelling Content
100+ Actionable Metrics & KPIs
to track any objective
Benchmarks & Cross platform
reports
See what content is working
with deep, platform-
independent insights about
audience & user behavior
95 % of companies don‘t
have a dialogue
with their users
Command
Take Command
of the Conversation
Publish
Publish Anytime,
Anywhere
Monitor
Monitor Your Performance
& the Competition
Socialbakers
Smarter Publishing
Better Community Management
Engagement Platform for Business Optimisation
Increased Productivity2x
Ave.29K /mos Ave. 48K /mos
Increased Productivity = Better Efficiency Social Media Careline
Nearly
Only by adding from 6 to 8 carelines, we managed to increase from handling 2 FB accounts to 3 FB accounts and 2 Twitter accounts.
Uplift Responded Questions
Collaborative Effort for Customer benefit
More responded questions
↑4%Stretching for more responded questions is not an impossible benchmark even when volume of interactions are increasing...
93%Responded
97%Responded
Social Marketers Job Changed –Before
CREATE
CONTENT
PUBLISH IT
Social Media Managers have an increasingly hard job
Optimizethe promoting
Promote it
ReactGet involved in the discussion
Respondto user interactions
Create Content
Publish it
Optimize it
ANALYZE
=The right
content to
maintain high
organic & paid
reach
+The right
social
customer &
community
care
The right ad
metrics &
tools to drive
social ad
performance
Optimized
and
amplified
social
campaigns!
+
The Social Equation for Brand Success
Social
Media
Marketing
& PRHR SalesLeadership
Cust.
Care
Social Media goes beyond Marketing
Our Vision is that brands will
connect with their
consumers in the most
social way possible…
Our Mission is to become
the global standard
for the way social media
is measured & optimized
Thank you